Support

Frequently Asked Questions

How do I participate in this promotion?

Pre-order a new Huawei P40 Pro from a Qualifying Retailer by 6th April 2020. Then proceed to claim your Promotional gift by submitting a claim after 14 days of the date shown on your purchase document, and between 21st April and 30th June 2020

How many times can I participate in this promotion?

One claim per person is permitted, unless you are a Business participant who can claim up to 10 qualifying products.

My product is not listed as a qualifying product, is it eligible for the promotion?

We can only offer the reward for purchases of a Huawei P40 Pro made from a Qualifying Retailer during the dates of the promotion.

How do I prepare my proof of Pre-Order to upload during the claim process?

Physical Copy/In Store Purchase:

If you have a scanner, scan your Proof of Pre-Order and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.

Digital Copy/Online Purchases:

Print and Scan as detailed under physical copy/ in store purchase

Save your document to your computer ready to upload

Take a screenshot of the Proof of Pre-Order and save as PDF or JPEG to your computer. To save your Proof of Pre-Order as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.

If claiming from a tablet, take a screenshot of the Proof of Pre-Order and upload to the claim form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 10Mb.

If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.

How do I upload my Proof of Pre-Order?

Prepare your documents for upload and then during the claim process follow these steps:

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.

I have just submitted a claim, what happens next?

Your claim will be checked by one of our agents and the status of your claim will be emailed to you. We will keep you up to date on the status of your claim via email.
You can also check on your claim via the Track Your Claim function on this website.

I have submitted a claim but I haven't received any further updates, what should I do?

Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can use the ‘Track Your Claim’ function on this website.

I have received a missing information email, what does this mean and what do I have to provide?

Please refer to the email we have sent you, it may be that the details uploaded for your proof of purchase were not sufficient to process your claim.

Common reasons for Missing Information:

Proof of Pre-Order was not legible

Proof of Pre-Order did not show the price paid, products or retailer purchased from

An incorrect document was uploaded and not a Proof of Pre-Order

An order confirmation was supplied which did not show the product was purchased, in this case we ask you to provide further documents to support your claim, this could be a delivery note or invoice

The IMEI number you entered on your claim is invalid

How long will it take to receive my Promotional Gift?

We shall endeavour to despatch your free pair of FreeBuds 3, Supercharger and In-car Charger within 30 days of your claim being validated.

Why have I not received my Promotional Gift?

If you have received an email to confirm the validation of your claim, please check the following:

Please check the email account you provided during the claim form for emails related to this promotion and the delivery of your gift. Ensure you check your junk or spam email folder

If you have not received your tracking code, please contact our Team for assistance

My gift has a fault, who do I need to contact for assistance?

We take the utmost care in ensuring all rewards are received as quickly and as carefully as possible for you to enjoy. If however you find your reward is faulty upon delivery, please contact us using the Contact Form below within 31 days from this being delivered to you, and we shall be happy to assist you in having this replaced free of charge.

If your reward develops a technical fault after this timeframe meanwhile, you can still contact the Huawei Warranty team for support in having your reward repaired or replaced. Please visit the Huawei Warranty page https://consumer.huawei.com/uk/support/ for full details and contact information.

Contact Us Form

Please select from the following reasons:*

Name:*

Email Address:*

Confirm Email Address:*

Claim ID: Your claim ID will be supplied to you once you have completed your online claim.

Receipt/Invoice Number:

Supporting Document:

Message:*

If you have any problems or questions related to this promotion, our promotional support team will be happy to help.

By Telephone: 03452160003

Lines are open Monday to Friday, 9am to 5pm excluding bank holidays. Calls will be charged at local call rates from landlines only.

Track your claim

Track the progress of your claim by entering your claim ID

Claim ID

Your claim ID will be supplied to you once you have completed your online claim.